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EApps Tech LLC
NC, United States
MS Windows Technical Lead
cedar rapids, IA, United States
Contract - Corp-to-Corp, Contract - W2
Primary Duties and Responsibilities:
List primary duties and responsibilities of the job using present tense action verbs, in order of importance and with percentage of time spent on each duty / responsibility. Include differentiating statements based on level of job. If this is a management level position, include supervisory and budget responsibilities.
Handle and log callers’ problems or questions by diagnosing situation, determining appropriate response, and ensuring effective call resolution. This includes providing updates to reflect current resolution status.
Monitor outstanding call situation and provide call originator with timely status updates regarding resolution process.
Provide training to callers whenever possible and report detected training needs to appropriate management.
Record caller suggestions for system enhancement/ improvement.
Notify appropriate management, in accordance with established problem escalation procedures, to address call resolution issues.
Coordinate with third party vendor support to address any call situation requiring technical intervention, brand support or other action, which is beyond the scope of the TAN Tech Solutions’ responsibility.
Perform testing of any software changes required to correct reported production problems and/ or for enhancements to the company programs to the extent necessary to ensure an efficient, accurate outcome.
Participate in special projects as assigned.
Assist in the development of bulletins, system usage tips, training aids, and other communications promoting effective system usage.
Perform performance tuning to workstation operating environment in order to avoid further or future problems.
Analyze and identify all technical problems for assigned Field Office equipment. Determine whether software, hardware, LAN, configurations, operating environment, connectivity or a combination of these things is the source of the problem and work with the appropriate second level support to resolve.
Manage day-to-day tasks of TAN Tech Solutions, such as monitoring call volume and traffic, and handling problems as they occur.
Other duties as assigned based on divisional needs.
Conforms with and abides by all regulations, policies, work procedures, instruction, and all safety rules.
Exhibits regular, reliable, punctual and predictable attendance. Required Qualifications: List required education level and/or equivalent experience, and any additional required skills or certifications, consistent with leveling guidelines.
Fundamental understanding of PC/ laptop technologies, including a working knowledge of hardware configuration/setup and experience in using Windows 7 and up.
Excellent oral and written communication skills are required.
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